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Sparksoft Corporation
Helpdesk Supervisor
Helpdesk Supervisor at Sparksoft Corporation, Maryland. Oversee Tier 1 team, manage escalations, monitor metrics. Requires 2+ yrs supervisory experience, ServiceNow/Jira expertise, Public Trust clearance. Competitive pay, 401(k), hybrid work.
Consulting
Entry Level
ServiceNow Role Type:
Support Specialist
ServiceNow Modules:
No items found.
ServiceNow Certifications (nice to have):
Job description
Posted on:
November 18, 2025
Join Sparksoft, a catalyst for change, where passion fuels groundbreaking ideas and transformative technologies. As a Helpdesk Supervisor, you'll oversee Tier 1 Personnel, prioritize tasks, and monitor performance metrics. We're looking for a dynamic individual with 2+ years of experience in supervising service desk representatives, experience with ServiceNow/Jira/Confluence, and a Public Trust clearance.
Requirements
- Supervisory experience of Tier 1 Personnel
- Prioritize tasks and handle Supervisor escalations
- Monitor and report on performance metrics
- Collect, analyze, and maintain organizational knowledge
- Review and update SOPs and guides
- Monitor and evaluate agent performance
- Assess helpdesk operations and identify areas for improvement
- Support and coach team members
- Develop daily, weekly, and monthly reports on help desk team's productivity
Benefits
- Competitive compensation
- 401(k) with employer contributions
- Flexible paid time off
- Hybrid ways of working
- Comprehensive health coverage
- Curated in-office experience
- Opportunities to give back
- Training and development programs
- Collaborative, transparent, and fun culture
Requirements Summary
2+ years of experience supervising service desk representatives, experience with ServiceNow/Jira/Confluence, and a Public Trust clearance
